Guest Relations Manager (Overseas Markets)

OTI HOLDİNG A.Ş.

GUEST RELATIONS MANAGER (OVERSEAS MARKETS RESPONSIBLE)

JOB DESCRIPTION

• Responsible for the management of overseas markets' complaints & demand management, guest satisfaction measurement processes in accordance with the ISO 10002 Customer Satisfaction and Complaints Handling Management System,
• Communicate with the complaining party or internal/external communication in order to resolve/meet the complaints and requests that may come from guests, suppliers (hotels, shopkeepers) and 3rd parties (official institutions and organizations, close surroundings),
• Ensure the collection of guest satisfaction data in order to ensure guest satisfaction, to provide data to determine the necessary actions by reporting to the relevant authorities,
• Effectively monitor and report guest complaint rates, satisfaction levels,
• Take an active role in the continuous improvement of the service concept together with guest relations services,
• Increase the productivity of the team and lead their development,
• Coordinate the training of the team and keep their motivation at a high level,
• Plan and realize the necessary steps for the department to achieve the determined targets,
• Provide the necessary contribution for the company to achieve its goals,
• Ensure that communication with the management and other departments is maintained in a harmonious and productive manner,

QUALIFICATIONS

• BSc Degree in Hospitality Management, Tourism, Business Administration or relevant field,
• +5 years proven work experience in guest relations field and +3 years’ experience as a Guest Relations Manager or similar role,
• Competent in complaint & demand management and guest satisfaction measurement processes,
• Customer service drive with outstanding communication and active listening skills,
• Excellent problem-solving and multitasking skills,
• Have an experience in managing a large team of different nationalities
• Leadership skills along with the ability to motivate a team into high performance,
• Strong sense of responsibility and a professional presentation,
• Ability to make quick decisions,
• Able to adapt to intense work environment,
• Proficiency in English and Russian/German ; knowledge of other languages is a plus,
• Able to use MS Office applications effectively,
• No restrictions on domestic/international travel
• (For male candidates) Not related to military service
• Candidates residing in Antalya or not have any obstacle regarding residence